Head of Customer Support & Care

Moneybox; Greater London; On-site; GBP 100,000 - 150,000; Full time

Job summary

Moneybox is seeking a Head of Customer Support & Care to lead Support, Care and Training & Onboarding teams, building a scalable, future-proof model for a growing wealth‑management platform. You will focus on delivering outstanding, compliant customer service, while enabling long-term growth through data, AI and automation.

The role combines strategic operations with a strong customer-centric approach, ensuring effective support across everyday and complex needs, including vulnerable customers

Qualifications

• Proven track record leading customer support functions.
• Experience in financial services or regulated environments.
• Ability to design operating models and drive continuous improvement.
• Strong data literacy and use of performance metrics.
• Experience training, onboarding and capability development.
• Experience managing risk, compliance and escalation processes.

Responsibilities

• Lead and develop Support & Care teams, driving direction and accountability.
• Set a 12–18 month strategy to meet demand and deliver outstanding service.
• Own the quality of customer outcomes across Support & Care, including complaints and vulnerable customers.
• Transform training and onboarding using data, technology and AI to improve speed to competence.
• Drive efficiency by reducing avoidable contact and using AI to scale operations.
• Safeguard compliance and manage risk with strong governance and controls.
• Collaborate with Product, Engineering and Compliance to improve the end-to-end customer experience.

Skills

Strategic leadership

People development

Customer-centric

Analytical

Stakeholder management

Regulated environment

Operational excellence

Tools

AI tooling

Job description

Moneybox is seeking a Head of Customer Support & Care to lead Support, Care and Training & Onboarding teams, building a scalable, future-proof model for a growing wealth‑management platform. You will focus on delivering outstanding, compliant customer service, while enabling long-term growth through data, AI and automation.

The role combines strategic operations with a strong customer-centric approach, ensuring effective support across everyday and complex needs, including vulnerable customers